FAQs and Help Center

1. Technical Support

1. How do I schedule, reschedule, or cancel a session?

   • Go to the "Appointments" tab in your dashboard, select the session, and choose the appropriate action (schedule, reschedule, or cancel). Notifications will be sent to your client automatically.

2. How do I update my counselor profile information?

   • Navigate to "Profile Settings" in your account, make the necessary changes, and click "Save." Updates will reflect immediately.

3. What should I do if a session link isn’t working?

   • Check your internet connection and ensure you’re logged into the platform. If the issue persists, contact technical support via the "Help" section.

4. How do I access session feedback from clients?

   • Feedback can be found in the "Session Reports" section under each completed session.

5. Can I integrate my calendar with the platform?

   • Yes, use the "Integrations" option in your settings to sync with Google or Outlook calendars.

6. How do I reset my password?

   • Click "Forgot Password" on the login page, and follow the instructions sent to your email.

7. Why can’t I see my session history?

   • Session history may be restricted if your account status is inactive. Ensure your account is active or contact support for assistance.

8. How do I upload documents or resources for clients?

   • Use the "Session Tools" menu during or before a session to upload files directly to the client’s dashboard.

9. What happens if I lose internet connection during a session?

   • The platform will attempt to reconnect automatically. If unsuccessful, you can reschedule the session or complete it via phone.

10. How do I contact technical support for urgent issues?

• Use the live chat feature in the "Help Center" or call the support hotline available 24/7 in your dashboard.

1. Can I use the platform on my mobile device?

• Yes, download the platform app from the App Store or Google Play, or access it through your mobile browser.

1. How do I test my audio and video before a session?

• Go to "Settings" > "Audio/Video Test" to check your setup.

1. How do I receive notifications about upcoming appointments?

• Enable notifications in "Profile Settings" and ensure your email and phone details are up to date.

1. How do I manage time zones for clients in different regions?

• The platform automatically adjusts session times to match the client’s and counselor’s time zones.

1. What file formats are supported for document sharing?

• Common formats such as PDF, Word, Excel, and JPEG are supported.

1. How do I set up automatic reminders for my clients?

• Reminders are enabled by default. You can customize them under "Notifications" in your settings.

1. Can I block or restrict access to specific clients if needed?

• Yes, use the "Client Management" tab to block or restrict interactions with a client.

1. How do I deactivate my account if I no longer want to counsel?

• Contact support through the "Help Center" and request account deactivation.

1. What security measures are in place to protect my data?

• The platform uses end-to-end encryption, secure servers, and compliance with data protection regulations.

1. How do I report a technical bug or glitch?

• Use the "Report a Bug" option in the "Help Center" and provide a detailed description of the issue.

2. Deliverance-Specific Issues

1. What is the best approach for clients struggling with addiction?

   • Start with scripture-based encouragement, address root causes, and provide tailored prayer support. Escalate to a branch leader if needed.

2. How do I identify signs of spiritual oppression during a session?

   • Look for recurring feelings of fear, despair, or resistance to spiritual truths. Use discernment and prayer to confirm.

3. When should I escalate a case to a branch leader or head deliverer?

   • Escalate when a case involves severe spiritual manifestations, trauma, or legal complexities beyond your expertise.

4. What resources are available for trauma-related cases?

   • Access the "Trauma Healing Manual" in the resource library and consult a branch leader for additional support.

5. How do I handle cases involving recurring demonic manifestations?

   • Use deliverance prayers, remain calm, and escalate the case if manifestations persist or intensify.

6. What should I do if a client exhibits resistance to deliverance practices?

   • Gently address their concerns, provide biblical context, and pray for openness to God’s work.

7. How do I address a client’s doubts about deliverance?

   • Share testimonies, scripture, and God’s promises to build their faith and trust.

8. What scripture references are most effective for spiritual warfare?

   • Key passages include Ephesians 6:10-18, James 4:7, and 2 Corinthians 10:4-5.

9. How do I guide a client who feels distant from God?

   • Encourage repentance, provide devotional resources, and pray for renewal of their faith.

10. What are the steps for conducting a deliverance prayer?

• Begin with scripture, pray for protection, address the issue in Jesus’ name, and close with thanksgiving.

1. How do I navigate deliverance sessions with non-Christian clients?

• Focus on universal truths, share the gospel gently, and respect their boundaries.

1. What should I do if I feel spiritually attacked after a session?

• Pray for protection, seek fellowship support, and spend time in worship and scripture.

1. How do I discern between psychological and spiritual issues?

• Look for patterns that scripture and prayer address versus issues requiring professional therapy.

1. What’s the protocol for deliverance involving minors?

• Always obtain parental consent and involve a branch leader for guidance.

1. Can I include other counselors or witnesses in a deliverance session?

• Yes, with the client’s consent and if it benefits the session.

1. How do I debrief a client after a deliverance session?

• Provide encouragement, scripture, and follow-up steps for maintaining spiritual freedom.

1. What are the signs that a deliverance session was successful?

• Indicators include peace, joy, and a renewed connection with God.

1. What should I do if a client refuses to continue a session?

• Respect their decision, leave them with scripture and prayer, and offer follow-up support.

1. How do I handle cases that involve legal implications?

• Report the issue according to mandatory reporting laws and consult a branch leader immediately.

1. Are there special deliverance techniques for specific cultural contexts?

• Understand cultural nuances but always rely on the authority of Jesus and scripture.

3. Policy Clarifications

1. What is the platform’s confidentiality policy?

   • All client information is strictly confidential unless mandatory reporting applies.

2. What are the mandatory reporting requirements?

   • Counselors must report abuse, self-harm threats, or other legal obligations as per local laws.

3. Can I counsel family members or close friends?

   • It is discouraged to avoid conflicts of interest.

4. What constitutes a breach of ethical conduct?

   • Violations include breaking confidentiality, conflicts of interest, or engaging in inappropriate behavior.

5. What are the consequences of violating the non-compete agreement?

   • Consequences range from account suspension to legal action.

6. How do I handle conflicts of interest?

   • Disclose the issue to a branch leader and recuse yourself if necessary.

7. Are there restrictions on the topics I can discuss with clients?

   • Topics must align with biblical principles and platform guidelines.

8. How do I report a colleague for unethical behavior?

   • Submit a report through the "Help Center," ensuring confidentiality.

9. Can I share client stories anonymously for training purposes?

   • Yes, with all identifying details removed and appropriate permissions.

10. What are the guidelines for sharing session recordings?

• Recordings require client consent and must comply with platform privacy policies.

1. Can I accept gifts or compensation outside of the platform’s payment system?

• No, all payments must be processed through the platform.

1. What are the platform’s policies on prayer and scripture use in sessions?

• Both are encouraged as central to counseling practices.

1. How do I ensure compliance with local counseling laws?

• Familiarize yourself with local laws and consult legal experts as needed.

1. Are there specific privacy protocols for minors?

• Obtain parental consent and follow local privacy laws for minors.

1. How do I document sessions to comply with platform standards?

• Use the session notes feature, ensuring all information is accurate and professional.

1. Can I promote my own external services while counseling on the platform?

• No, promotion of external services is not allowed.

1. What are the limits of client confidentiality?

• Limits include situations involving mandatory reporting.

1. How do I handle clients who request therapy outside the scope of deliverance counseling?

• Refer them to qualified professionals or escalate the case if unsure.

1. What’s the protocol for reporting harassment from clients?

• Use the "Report a Client" feature in the Help Center for immediate assistance.

1. How does the platform protect counselors from liability?

• Liability waivers and compliance guidelines safeguard counselors, alongside professional liability insurance.